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Customer Loyalty In The Airline And Hotel Industries | Ovation Incentives

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Every industry strives to achieve customer loyalty. A loyal relationship is a lasting one and can lead to customers becoming brand evangelists - encouraging others to use your brand above others. This is not without challenges in a free market where the customer has many alternatives.  For travel - specifically airlines and hotels, the picture is a little clouded. Whilst most airports will have several or more carriers serving them, at others, customers won’t have much choice with whom they’ll fly. For hotels, location is everything - for major hotel brands they will be vying for customer attention in key cities across the world. Many loyalty programmes solely focus on acquiring new customers and encouraging repeat business, but this in itself is not necessarily indicative of loyalty. The elephant in the room is the recent press that airlines have been receiving with passenger videos showing less than favourable customer service on flights. This is damaging the reputation of many airli

Every industry strives to achieve customer loyalty. A loyal relationship is a lasting one and can lead to customers becoming brand evangelists - encouraging others to use your brand above others. This is not without challenges in a free market where the customer has many alternatives. For travel - specifically airlines and hotels, the picture is a little clouded. Whilst most airports will have several or more carriers serving them, at others, customers won’t have much choice with whom they’ll fly. For hotels, location is everything - for major hotel brands they will be vying for customer atten

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